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Timeline Full Screen Mode STUCK! Android App

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Pucksterpete
Aspirant
Aspirant

Hello,
I am having trouble within the Arlo app when using Timeline & full screen mode.
When going to full screen mode within Timeline, I am unable to move around or zoom in or out. I am stuck at this area.
See screen shot attached
The problem started about 2 weeks ago, before that it was fine.

 

ShayneS
Arlo Moderator
Arlo Moderator

Hi @Pucksterpete

 

Are you still experiencing this issue with your Android app & the timeline?

Pucksterpete
Aspirant
Aspirant

Hello, Yes I am

ShayneS
Arlo Moderator
Arlo Moderator

I have a few additional questions

  • Can you provide a screenshot of this issue
  • What version of the Arlo app are you using
  • Which version of Android OS are you using

Thank you

Pucksterpete
Aspirant
Aspirant

Hi,

The screenshot is attached in my first message on here

Arlo app ver 3.1_28345

Android ver 8.0.0

ShayneS
Arlo Moderator
Arlo Moderator

Do you have a case number with support regarding this issue? 

Pucksterpete
Aspirant
Aspirant

I do

Case # 42380030

ShayneS
Arlo Moderator
Arlo Moderator

@Pucksterpete

 

I see you are currently in contact with your support agent. Please let me know how it goes and I will be here to assist. 

Pucksterpete
Aspirant
Aspirant

Thanks, I will keep you posted

Pucksterpete
Aspirant
Aspirant

Here's a short video of the problem

you will see what happens when going to full screen mode within Timeline, I am unable to zoom in/out, plus the view is cut off, because of large white bar at bottom of screen.

 

https://streamable.com/y0761w

Pucksterpete
Aspirant
Aspirant

Hi ShayneS,

I haven't had any suggestions from support on resolving the issue I am having.

Do you have ideas?

Tnx

Pete

Pucksterpete
Aspirant
Aspirant

Hello,
I tried the zoom feature within Time Line in full screen mode on my wife's Android phone as well, same problem.
For accessing Time Line on WEB application and using zoom feature it works fine.

When watching the video you can see that once in full screen mode the top part of the picture is cut off and I unable to move around the screen when zoomed.  Plus once you exit full screen mode the current view the top is still cut off.
Here is another video of the problem showing it in fullscreen mode when rotating the phone.

 

https://wetransfer.com/downloads/552b3c124860cad0b839e88893a22a4c20210423110507/8ab4aa274be4a3a737e1...

on youtube also

https://youtu.be/rKLsGE3Vt3Q

ShayneS
Arlo Moderator
Arlo Moderator

HI @Pucksterpete

 

I have escalated your case & someone from support will be reaching out to you as soon as possible. I have provided your escalations number here: 42443275

Pucksterpete
Aspirant
Aspirant
Thank you very much I appreciate it